Tag Archive for: Guest Experience

In Diamonds in the Data Mine, Gary Loveman’s (CEO of Harrah’s Entertainment) quintessential article about customer relationship management (CRM), he showed how Harrah’s gathered data about its customers to market effectively to them, increasing revenues. Through effective CRM, Harrah’s was not only able to tap into customers and leverage...

Here’s a fun fact: in 2009, movie ticket sales were $10.6 billion, which is the highest figure in history. This is despite—or more likely because of—a down economy; after all, movies offer an enjoyable, if not fleeting, escape from the stresses of real life. Now, major movie theater companies...

In our culture of ‘more is always better’ are we actually making customers less happy. This New York Times article examines the idea that too many choices not only complicate the decision making process of customers but also lead them to wonder if they might have been happier with...

The fact that economies are volatile is no surprise to any of us anymore While the hospitality industry took a hit over the last year from less consumer spending, those who did dine out were generally loyal to their favorite restaurants. That is to say, guests were still willing...

Hospitality companies are continually evolving to rely on automated processes and technology to enhance the guest experience. Online reservations have been in place for several years now, but more and more hotels have automatic check-in kiosks. The in-room TV is now a place for guests to order room service,...

Recently, Jim Coyle commented on Aldi and Trader Joe’s, mentioning how along the lines of value, those two brands trump Whole Foods. This spurred me to recall a thought-provoking Fast Company article that I read a couple months ago about Whole Foods founder John Mackey and his struggles to...

This Reuters article describes how chains have targeted promotions to previously loyal Hilton customers after Hilton increased its number of loyalty points required for a free stay. It mentions that InterContinental will offer loyalty points to those who lost Hilton points, and Carlson will drop the minimum number of...

Luxury cruisers are also focusing less on stuff and more on experiences according to Mark Conroy the president of Regents Seven Seas speaking at the Luxury Travel Expo. Cruise guests are looking for more excursions and destinations as well as ways to learn while on board. On most cruises...

Yet another ‘Top Something’ List this week, this time from Fast Company about innovative companies. Like many readers, I guessed three of the top five without looking. (Does anyone ever say anything bad about Google?) Innovation is defined as a new way of doing something or something new that...

In the last few weeks, I’ve posted articles exalting social media and its impact on your company. We’ve seen successful brands grow from marketing via Facebook and Twitter, but we must remember to be cautious of relying solely on these tools. As the saying goes, don’t put all your...